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CUSTOMER CARE
Orders & Delivery
ZONE by Lydia is based in Melbourne, Australia, but we ship to worldwide. You may experience longer delivery times when ordering from overseas and other remote areas, but we will always do our best to expedite the dispatch of your order and minimise any delay.
We're in the ZONE when we pick & pack your goods. Orders and are normally processed within 24hrs. This may take a little longer following a public holiday or a sale event.
We process orders Monday to Friday (excluding public holidays) from 9am - 5pm AEST.
We use Australia Post and StarTrack to deliver your orders. International orders are booked through Inexpress. Delivery times vary depending on Australia Post/Courier delivery zones and time frames and excludes order processing time and customs processing times for international orders.
Tracking info will be sent to your email address once your order has been dispatched.
We will deliver to the address you provide when placing your order. Unfortunately if the details are incorrect ZONE is not obliged to re-send your order at our expense so please double check those details before placing your order.
DOMESTIC SHIPPING
Express Post (within Australia) takes up to 1-2 business days.
Standard delivery (within Australia) takes up to 3-5 business days.
Standard delivery to Western Australia takes up to 4-8 business days. Delivery to remote areas may take longer.
* ex weekends and public holidays
INTERNATIONAL SHIPPING
International shipping can take anywhere from 5-21 days depending on which country your order is being delivered to. Orders may be subject to delays in customs pending particular items. Should there be any delay in your order you will be notified via the email you have provided.
All International deliveries may be subject to import taxes, customs inspections or duties set by each individual country and their local authority and are subject to change. Import taxes and fees are completely out of our control and must be paid by the recipient so we recommend contacting your local customs office to check if taxes apply and how much they may be.
Once your order has been shipped, you will receive a confirmation email with the tracking details. If you do not receive an email from us upon placing your order please contact us at info@zonebylydia.com
All parcels returned to ZONE due to incorrect address supplied by the customer, acceptance refusal or unclaimed from the Post Office will incur a return fee. Customers who wish to have their parcel re-sent to them will be required to pay the re-postage fee.
We will not accept liability for any loss or damage arising from items stolen, lost or damaged after delivery has taken place.
We will endeavour to follow up on any missing or lost parcels with Australia Post and our couriers on your behalf. Should you believe your parcel is missing or lost please contact us at info@zonebylydia.com
If you need to change, cancel or make any modifications to your order, please contact us as soon as possible at info@zonebylydia.com. Please include your full name and order number in the subject line for us to process your inquiry as quickly as possible. We strive to process all orders within 1-2 business days and can only accommodate changes to your order if the package has not already been dispatched from our warehouse. We will do our best to respond to your request before your order goes out.
Sometimes we run out of stock or are close to launching a new product and if we do we may advertise a pre-order. Your pre-order item will be shipped out from the date specified in the product description along with any other items you ordered at the same time. We can split a shipment - however, you'll need to pay additional shipping costs.
Payments & Returnes
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return or for return questions, you can contact us at info@zonebylydia.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Free returns are not available for international orders outside of Australia. We will accept and process international returns at the customer's expense.
Returns and refunds are not accepted during sales periods.
Please inspect your order once received and contact us if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We don't offer exchanges on cork yoga products or yoga accessories. However if a piece of clothing is not the right fit, we'd be happy to exchange it for you. Please return your items in original packaging and tags within 30-days of purchase. Unfortunately, we cannot accept returns on sale items or gift cards.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We accept most payment methods. Please select your country at checkout to find out which specific payment methods are available in your region.
Card Payment You can pay for your purchase with VISA, MasterCard, or AMEX. When you pay with a card, the payment is handled by our payment service provider to guarantee efficient and secure payment.
PayPal is an easy and secure payment option. There is no additional fee when paying with PayPal.
Afterpay You can pay for your purchase in 4 instalments over 6 weeks. You'll pay your first instalment at the time of purchase, and the remainder every two weeks.